I am modelling a call center for a startup business plan. These are the variables that I have projected:
Annual call volume
Average length of call
Monthly distribution (%)
Day of week distribution (% Sun/Mon/Tues/etc.)
Hourly distribution (%)
I am looking for software that I can input my data into, select service level, and a few other basic parameters, and then have the software present a staff plan along with performance metrics, and payroll.
Can someone please recommend software for me to look at.
I’m wondering whether you have found the modeling software by now or not but I propose that you structure your own model using an Excel spreadsheet. I have tried this on my own cases and it has performed very well.
I can provide you with more input but I’m afraid you’ll need to define more variables such as:
– Customer base
– Adds per month
– Churn %
– Customers’ proclivity to call (new customers/ existing customers demonstrate different behaviors)
– Network grade of service (in case you are setting up a Call Centre for telecomm industry)
– Agent utilization factor %
Please let me know if you are still interested and we can go from there.